Agent Assist - Agent Workspace - search on articles where agent is not eligible for

[Alexander17]

Hi 

Im facing a challenge. Our agents have not access to a set of knowledge articles. Still i would like that they can search for the articles in the Agent Assist, able to read and attach to a case.

Do anyone knows if that is possible. So it skipps the read criteria that is on an article. Example. manager only article is an agent is not able to read/see via the front-end. still there can be content on it that answer the raised question.

thank you for reply

[Alexander17]

@Dr Atul G- LNG 

@Shamma Negi 

Guys, just a friendly reminder that in the Agent Assist that there is a button called Search as Opened for. So the system should not check on the agent itself if they meet the article read criteria but the "OPened for" person. So for example if a manager submits a case, you should be able as Agent to attach a manager specific article. Even if yourself as agent do not meet the read criteria. Correct?

Maybe something to do with the Search Source config?

[Dr Atul G- LNG]

HI @Alexander17 

you are correct.

[Alexander17]

So where can people config this correct. Has this maybe something to do with Search Sources under the HR Agent Workspace Guide > section Search 

[Dr Atul G- LNG]

Hi @Alexander17 

I am not 100% sure, as this is new topic for me. Give a try in PDI if possible and share feedback.